Service & Warranty Lifecycle Summit Series 2026 – MAPconnected

Save Date 2026: Service & Warranty Lifecycle Summit (Oct 19-21)

SERVICE & WARRANTY
LIFECYCLE SUMMIT 2026

October 19-21

20-21 | Leadership Summit & Roundtables

19 | Workshops & Dinner

Westin Southfield Detroit

Analytics, Data and Service: Fueling a Smarter Customer-First World

Optimize data. Accelerate decisions. Elevate service. Join industry leaders to explore transformative strategies, breakthrough analytics, and real-world applications that move the needle—where customer focus meets operational excellence.

The Must Attend Summit To Transform Your Aftermarket & Aftercare Services Roadmap

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Bring Your Team! Current Ticket Discounts For Groups of 3+

Meet The Speakers Defining
Aftersales - Aftercare Services - Warranty Excellence

No better place to immerse yourself in AI, data, emerging technologies, and the industry leaders putting them into action—all in one room.

Daryl Kreskowiak

Lance LaCoe

Graham Swan

Tim Turvey

Marijo Prodanic

James Kiriazes

Jordan Tauriainen

Peter Dentler

Bryan Tracy

Wayne Mitchell

Ben Bergman

Jennifer Jones Wheeler

Justin Brookman

Eric Bloink

Uma Boddapati

Arnon Shafir

Steve Olejniczak

Josh Cohen

Jimmy Bynum

Victor Garcia

Jose Clemente

Jim Holloway

Shane Schmitt

Mike Roberts

James Nardini

Craig Stack

Paul Whitworth

Kristin Kolodge

Ted Danner

Dan Dobbs

Tim Kellogg

Mark Abbott

Tyler Betthauser

Miles Thompson

Drew Arnum

David Brisky

Cultivate Connections and Benchmark Performance With:

Key Themes

Warranty Improvement Initiatives
Technical Assistance Center Tools & Processes
Field Service & Dealer Training
Quality Management & Root Quase Identification
Recall & Customer Campaigns
AI & Predictive Analytics
Warranty Metrics & Auditing
Telematics & Diagnostics
Connected Fleets Tech & Uptime
Legal & Regulatory Compliance
Financial & Insurance Products

Summit Feedback

Overall Summit Quality - 4.8 / 5

Relevance - 4.4 / 5

Topic Variety - 4.6 / 5

Speaker Performance - 4.3 / 5

Designed By Warranty Leaders For Warranty Leaders

Unlock Industry Insights & Accelerate Your Goals

MAPconnected’s Summit brings together the Warranty & Aftercare Services Value Chain, serving as the premier annual forum for exchanging best practices to reduce costs, enhance customer satisfaction, and drive continuous improvement.

Explore real-world case studies on data integration, predictive analytics, and AI-powered solutions, uncovering proven strategies that minimize friction and elevate product quality. Network with 200+ industry peers, gaining actionable insights and innovative strategies to strengthen your warranty lifecycle roadmap

... MAPconnected really fosters a culture of innovation, providing opportunities for collaboration, knowledge sharing, exchanging best practices...

Manager, GPSC Warranty Performance

General Motors

One of the best industry conferences I’ve attended. Outstanding content, excellent networking, and exceptionally high-quality presentations. You did a fantastic job organizing and hosting the event.

VP Manufacturer Relations

Aclaró AI

The presentations and discussions were extremely valuable and well organized, with clear expectations throughout. The summit created meaningful opportunities to engage with peers facing similar challenges. I thoroughly enjoyed the experience and clearly see the value it delivers.

Global Quality Engineering

General Motors

This was my first warranty summit in my eight years in the field, and it was eye‑opening. I’d searched for something like this early in my career and never found anything comparable. Hearing speakers voice the same ideas, concerns, and roadblocks I’ve faced made me realize I’m not alone in these challenges. I’ll definitely be back for future summits and am excited to join the working groups.

Global Warranty Manager

Valmont Industries

One of the benefits of being a Gold Member is the steady trickle of information throughout the year.

Aftersales Data Manager

BraunAbility

MAPconnected has been a catalyst for our warranty transformation. The AI-focused insights, peer benchmarking, and collaborative discussions delivered actionable takeaways we’re already applying. A valuable platform that truly accelerates innovation and continuous improvement.

Director Global Warranty Systems

Cummins

A highly valuable, insight-rich event. I made meaningful connections with OEMs and vendors, gained a forward-looking industry perspective, and walked away with practical AI ideas already shared with leadership. A fantastic gathering of key warranty industry players.

Engineering Manager

Magna Seating

All of the innovation we’ve carried out at Cummins in Warranty has come from these connections...

Executive Director - Global Warranty Quality

Cummings

The TAC Xchange has been one of the most useful forums I’ve joined—candid discussions on diagnostics gaps, scan‑tool data, prior‑approval decisions, and verifying TAC guidance truly resolves concerns.

Senior Group Manager Dealer Tech Support

Hyundai

The Summit offers me a connection to the manufacturers...it allows us to connect and bridge those gaps together.

Chief Operations Officer

Bozard Ford Lincoln

Thanks for arranging such a great event at GM's Engineering Center & Parts Return Facility outside Detroit. It was a very meaningful and valuable experience. I am hopeful to network more with the peer group to explore warranty performance concepts at future MAPconnected events. Thank you so much!

Supplier Warranty Recovery Manager

Cummins

MAPconnected provides a great opportunity to speak with people who could relate specifically to the job that we do. I learned alot from all of my peers. Click for video.

Quality Manager Technical Center

Sogefi

I was happy to see how the Industry OEMs and Tiered suppliers are working together to resolve warranty issues. There seems to be more teamwork between organizations than in past years.

Sr. Program Manager, Quality Products & Services

AIAG

Amazing opportunity to learn about new strategies and tools for Warranty Management in the Auto and Heavy Vehicle Insutry. I made important connections that will help improve how we manage our warranty spend. Great networking opportunities!

Global Quality Director

Sensata

MAPconnected and the annual Summit always targets the right people and the right topics. I always go home with something beneficial. Click to video.

Director Customer Quality Engineering

Bridgestone

Experts and professionals representing many facets of the automotive warranty industry were in attendance sharing best practices and success stories. Speakers presented on useful topics of interest to me as Tier 1 OEM supplier. Excellent networking and knowledge sharing all around. Highly recommend.

Lead Product Engineer

Magna Seating

Great conference, tremendous takeaways and learnings regarding what my direct peers are doing.

Warranty Program Manager & 3pp team!

Volvo & Mack Trucks

Attending the Vehicle Service & Warranty Lifecycle Summit is an event I enjoy every year. This year was no exception. I took away a lot of innovation ideas from the event this year, especially where the industry is going! I can't wait to see what topics are in store for next year!

Senior Warranty Manager

Nissan

"MAPconnected’s Service and Warranty Summit speakers' provide great best practices and forward looking insights to improve not only the efficiency and accuracy of adjudicating warranty claims but also identifying defects to improve vehicle safety."

Director – Disputes, Claims, & Investigations Stout

Schedule At A Glance

As the Summit grows, MAPconnected remains committed to developing fresh thematic tracks and interactive formats, shaped by the evolving needs of our members and featured business partners.

Leadership Summit: Powering Your Service & Warranty Roadmap

10/20 & 21

Smarter Quality & Supplier Ecosystems
Tech-Driven Connected Customer Care
AI-Enhanced Service Lifecycle Strategies
Data-Led Quality & Cost Optimizations
Streamlined Dealer & Field Service Performance
Boosting Dealer Profitability Through Smarter Parts & Service
Next-Gen Warranty: Automated. Innovative. Ready.

Xchange Group Meetups:

Warranty Administration
Purchasing & Supplier Cost Sharing
Parts Return & Quality Analysis
TAC: Technical Assistance Centers
Field Services Connected Data
Financial Products & Insurance
Recall, Customer Campaigns & Legal

AI-Service Warranty Lifecycle Managment (AI-SWLM) Think Tank Initiatives:

Roundtables & Tech Challenge Activities

10/21

Recall, Customer Campaigns & Legal Roundtable

Technical & Field Services Roundtable

Field Service Operations
Guided Diagnostics: Pros And Cons
Cutting-Edge Diagnostic Equipment & Technologies
Technical Publications, Creation And Utilization
Service Labor Times Development & Trends
OTA’s Impact Discussions

Workshops & VIP Dinner

10/19 2-5:00pm Workshop Options

#1: Guided Warranty & Service Contract Maturity Assessment Workshop

#2: Warranty Management Study: From Operational Burden To Strategic Advantage

10/19 6-9:00pm VIP Dinner

Exclusive for Speakers, Sponsors & Special Guests!

Celebrate a year of progress with the AI-SWLM Think Tank. Connect with peers, discover AI-powered service and warranty innovations, and meet the leaders shaping what’s next

Evening Highlights: Shark Tank Pitches | Audience Judging | Networking & Dinner

Tech Expo Exhibitors & Sponsors

10/20 & 21

Warranty & Supply Chain Solutions
Telematics Connectivity
AI, Data & Digital Innovation
EV Services & Solutions
Technical Aides, Diagnostics
Training & Outsourcing
Fleet & Connected Car Tech

Full Summit Agenda

Explore the Summit agenda, Monday through Wednesday, session by session. The titles, formats, and speakers below reflect the current agenda with exciting updates and refinements continuing as we build toward October. See what’s taking shape and what’s ahead.

Monday · Oct 19Workshops + VIP Dinner Tuesday · Oct 20Main Summit + Roundtables + Xchange Groups + Networking Dine-arounds Wednesday · Oct 21Main Summit + Xchange Groups

2:00 – 5:00 PMWorkshop

Guided Warranty & Service Contract Maturity Assessment

Benchmark maturity across governance, technology, financial performance and strategic alignment. Leave with an assessment framework and actionable recommendations.

Garde Solutions · Jimmy Bynum, CEO

2:00 – 5:00 PMWorkshop

2026 Warranty Management Study: From Operational Burden to Strategic Advantage

Map the Warranty Lifecycle. Identify Process Gaps. Drive Better Results. See how data, automation, and AI can improve warranty speed, accuracy, and performance. Leave with a FREE copy of the 2026 Warranty Management Study.

MR Insights · Mike Roberts, President

2:00 – 5:00 PMWorkshop

Supplier Warranty 101

Session details to be announced.

6:00 – 8:30 PMVIP Dinner

AI-Service Warranty Lifecycle Management Think Tank

Shark Tank–style presentations and an AI in the Field panel. Hear how AI is reshaping the front lines of service and quality.

Sponsored by the AI-Service Warranty Lifecycle Management (AI-SWLM) Think Tank

7:30 – 8:15 AMNetworking

Continental Breakfast & Tech Expo

8:15 AMOpening

Opening Remarks

MR Insights · Mike Roberts, President

8:30 – 9:15 AMExecutive Brief / Panel

Industry’s Blind Spots: What We’re Still Getting Wrong About Quality, Recalls, Warranty and Customer Trust

A cross-lifecycle discussion of the quality, warranty, dealer and trust blind spots that keep organizations from turning service and warranty signals into action — why quality fails, whether warranty teams manage claims or learn from them, who dealer processes are really designed around, and who owns the relationship when something goes wrong.

Ford Motor Company · Jennifer Jones Wheeler, Global Lifetime Warranty Head

9:15 – 9:45 AMPanel

Improving Warranty Compliance Without Slowing the Service Drive

Where processing breaks down, and how expertise, automation and shared standards can improve accuracy and speed without adding dealer burden.Warranty processing is becoming more complex for both dealers and OEMs—from workforce shortages and aging systems to increasingly detailed claims, new vehicle technologies, audits, and rising costs. This panel discusses where warranty processing breaks down, what high-performing dealers do differently, and how OEMs can improve compliance while maintaining a positive dealer experience.

General Motors· Tim Turvey, Former Global VP Customer Care and Aftersales

DeNooyer Chevrolet · Tim Kellogg, Service Manager

WarrCloud · Paul Whitworth, Chief Operating Officer

9:45 – 10:15 AMDeep Dives

Moving Beyond Training: Building Dealer Capability & Warranty Accuracy

Role-based certification, real-time knowledge in the workflow, and guided tools that simplify dealer execution.

General Motors · Josh Cohen, Global Warranty Strategy Manager

Nissan North America · Victor Garcia,Deputy GM Warranty Group

International · Steve Olejniczak, Associate Director Warranty

10:15 – 10:45 AMNetworking

Networking Break & Tech Expo

10:45 – 11:15 AMCase Study

Beyond the Warranty Scorecard: Elevating Warranty as a Strategic Business Lever

Using warranty visibility to reveal broader dealership behaviors, build executive buy-in, and address turnover, outsourcing and the evolving administrator role.

Kia America · Marijo Prodanic, Director, Warranty Operations & Technical Assistance

11:15 – 11:45 AMFireside Chat

The New Warranty Ecosystem: Independent, Mobile & Connected Service

How new OEMs can create flexible warranty channels that deliver convenience for customers while maintaining control, compliance, and claim accuracy.

Slate Auto · Bryan Tracy, Warranty Manager

11:45 AM – 12:15 PMPanel

Why Can’t We Get on the Same Page?

Drawing on insights from the Purchasing & Supplier Cost Sharing Xchange Group, explore practical ways to overcome competing priorities, organizational friction, and knowledge gaps and align stakeholders around shared goals that drive meaningful action.

Toyota Motor · Jim Holloway, Former GM Purchasing

Stellantis · Daryl Kreskowiak, Director NA Warranty Recovery

General Motors · Eric Bloink, Warranty Performance Manager Interior and Exterior

12:15 – 12:45 PMThought Leadership

The Warranty Model Was Built for Hardware. What Happens When the Vehicle Becomes Software?

OTA updates, software defects, predictive maintenance, battery warranties, connected data, cybersecurity and vehicle uptime — and who’s responsible when software causes a repair.

12:45 – 1:45 PMNetworking

Lunch with Leadership Xchange Tables & Tech Expo

1:45 – 2:00 PMSponsor Showcase

Warranty Is the World’s Largest Automotive Quality Dataset. Why Aren’t We Using It That Way?

Upstream · Arnon Shafir, VP Data Intelligence & AI

2:00 – 2:30 PMDiscussion

Who Owns the Problem When the Vehicle Is Built by 1,000 Companies?

Hardware, software, cloud infrastructure and OEM platforms create shared responsibility for failure.

2:30 – 3:00 PMThought Leadership

When Quality Becomes a Board-Level Issue

The growing complexity of warranty inside the organization.

Cummins · Graham Swan, Executive Director Global Warranty

3:00 – 3:30 PMNetworking

Networking Break & Tech Expo

3:30 – 4:00 PMResearch

Warranty Week Research

Warranty Week · Eric Arnum, Publisher

4:00 – 4:30 PMThought Leadership

From Cost Center to Customer Asset: What We Learned From The Service Contract Business

Jimmy will share results from the Financial Products & Insurance Xchange Group’s maturity assessment over the past year, revealing key strengths, gaps, and anonymized peer benchmarks across governance, technology, financial performance, and strategic alignment.

Garde Solutions · Jimmy Bynum, CEO

4:30 – 5:45 PMBenchmark Roundtables

Benchmark Roundtables + Feedback Summary

Six parallel working discussions comparing practices, identifying gaps and surfacing practical next steps:

Beyond the Spreadsheet: putting AI to work in warranty & supplier quality — Sensata Technologies · Uma Boddapati, Senior Warranty Manager
The Warranty Paradox: Better detection, higher costs — Pegasystems · Mark Abbott, Client Executive
High-Value & Complex Components risk: EV batteries, modules, electronics and other high-cost components — Purchasing & Supplier Cost Sharing, Parts Return & Quality Analysis Xchange Groups
Getting the Right Support to the Dealer: Best practices for technical field support — TAC & Field Services Connected Data Xchange Groups
Warranty Data & KPI Benchmarking: What Should We Actually Measure? — Warranty Admin Xchange Group — International · Steve Olejniczak, Associate Director Warranty
PDCA (Plan Do Check Act): Field Bulletin Implementations — Nissan · Victor Garcia,Deputy GM Warranty Group

5:45 PMClosing

Day 1 Closing Remarks

5:45 – 9:00 PMEvening

Reception, Tech Expo + Sponsor Dine-Arounds

Reception 5:45–6:30 PM · Dine-arounds 7:30–9:00 PM · reservations required.

7:30 – 8:15 AMNetworking

Continental Breakfast & Tech Expo

7:30 – 8:15 AMThink Tank Meetup

AI-Service Warranty Lifecycle Management Think Tank

Dive into practical AI use cases and see them in action.

ServiceNow · Upstream · Pegasystems · Circuitry.ai

8:15 AMOpening

Opening Remarks

MR Insights · Mike Roberts, President

8:15 – 8:45 AMThought Leadership

A Connected, Self-Correcting Ecosystem

Explore a future where AI connects customer concerns, diagnostics, coverage, and claims across the warranty lifecycle—reducing friction, disputes, and rework while bridging the gap between claim submission and scrutiny for dealers, OEMs, and customers.

8:45 – 9:15 AMPanel

Decision-Making in Warranty & Claims: Where Should the Human Stay in the Loop?

What should AI decide, what should it recommend, and where is human judgment essential?

Sedgwick · Wayne Mitchell | Truepic · Craig Stack additional OEM panelists to be confirmed

9:15 –9:30 AMSponsor Showcase

Stop the Claim Before It Starts

Orchestrating warranty prevention at the point of repair with real-time AI agents, early risk insight and governed intervention.

Pegasystems · Mark Abbott, Client Executive

9:30 – 10:00 AMSponsor Showcase

From Manual Claims to Warranty Decision Intelligence: Lessons from a Live Claims Operation

A candid look at applying AI in a live claims operation to transform time-consuming warranty claim reviews by connecting evidence, coverage, repair information, history, and decision logic. The discussion explores practical applications, lessons learned, and ROI as CARS Protection Plus moves toward governed automation to improve decision consistency, speed, accuracy, and adjuster productivity

CARS Protection Plus · Lance LaCoe, President & CEO

Circuitry. ai· Ted Danner, Senior Director Warranty & Service Contract AI Solutions

.

10:00 – 10:30 AMCase Study

The Curse of AI Island: Do the Treasures Promised by AI Really Exist?
James shares candid lessons from launching a new dealer portal and AI-powered customer chatbot—exploring what worked, what fell short, and what it takes to turn AI experimentation into practical results.

Bridgestone · James Kiriazes, Director Customer Quality Engineering

10:30 – 11:00 AMNetworking

Networking Break & Tech Expo

11:00 – 11:30 PMPanel Discussion

The Hybrid TAC: Balancing Digital & Human Support

How TACs balance self-service, direct expert access, analytics and AI-supported decisions.

Ford Motor Company · Shane Schmitt, Director Technical Hotline

Kia America · David Brisky, Senior Techline Communications Manager

Hyundai Motor America · Miles Thompson, Senior Manager Advanced Diagnostics

Advantage Technical · Dan Dobbs, Solutions Architect Vehicle Services Group

11:30 – 12:00 PM · Case Study

AI Case Study

ServiceNow · Jordan Tauriainen, Senior Director Global Automotive Go-To-Market

Crown Equipment · Ben Bergman, Director of Customer Service

12:00 AM – 12:30 PMPanel

The Data Is Already There: Why Can’t the Industry Connect the Dots?

A Field Services Connected Data discussion, and a potential pathway to a 2027 Xchange Group.

Ford Motor Company · Jennifer Jones Wheeler, Former Global Lifetime Warranty Head

Mack Trucks · Peter Dentler, Warranty Program Manager Lead

12:30 – 1:00 PM · Case Study

When “No Trouble Found” Isn’t No Trouble: Rethinking Diagnosis, Technician Pay & Repair Quality

High No Trouble Found (NTF) rates can signal a deeper problem: diagnostic processes, technician incentives, and service information are not keeping pace with increasingly complex vehicles. Tyler Betthauser examines why technicians struggle to isolate root cause, how legacy flat-rate structures can encourage parts swapping, and what OEMs and independent repairers can do to improve first-time fixes through better data access, service information, and diagnostic feedback.

The Car Conservatory · Tyler Betthauser, Founder

12:45 – 1:00 PMBreak

Short Break

1:00 – 2:00 PMLunch + Program

Recall, Customer Campaigns & Legal Roundtable

Host to be announced.

1:00 – 1:20 PMThought Leadership

What Happens When the Data Says There’s a Problem — and Nobody Acts?

JD Power · Kristin Kolodge, Former VP Research Product Development

1:20 – 1:40 PMResearch Insights

The Warranty Doesn’t End When the Warranty Expires

Software, connected vehicles and the new product lifecycle: updates, cybersecurity, OTA changes and long-term support.

Consumer Reports · Justin Brookman, Director Technology Policy

1:40 – 2:00 PMThought Leadership

The Data Behind the Warranty: How Much Connected-Vehicle Data Does an OEM Really Need?

Predicting failures and improving outcomes while maintaining transparency, privacy and customer trust.

speaker to be confirmed

2:00 – 2:15 PMNetworking

Networking Break

2:15 – 4:15 PMXchange Groups

Seven Concurrent Leadership Xchange Groups

Each group splits its time between a member-selected priority and an end-to-end process walkthrough to identify high-impact AI opportunities:

Warranty Administration: Warranty Auditing & Controls — benchmarking strategies to identify risk earlier, balance recovery with dealer relationships, and make auditing more targeted.
Recall, Legal & Customer Campaigns: topic to be announced.
TAC Technical Assistance Centers: When does a TAC case become a quality issue? Signals, escalation, duplicate avoidance, feedback loops and ownership across TAC, Quality, Engineering and Field teams.
Field Services Connected Data: topic to be announced.
Parts Return & Quality Analysis: When Software Meets Hardware — ownership of analysis, root cause, data connections and corrective-action feedback loops.
Purchasing & Supplier Cost Sharing: OEM-to-Dealer Data — how coding, causal-part accuracy and dealer processes affect supplier responsibility and cost recovery.
Financial Products & Insurance: topic to be announced.

4:30 PMClosing

Closing Remarks and Summit End

Leading OEMs, Component Manufacturers & Aftermarket Suppliers, and their Network of Retailers, Dealers and Aftercare Services & Technology Providers.

Who You’ll Meet There

Key Job Titles

Warranty (Factory & Extended): Strategy | Ops | Claims | Parts Return
Finance: Accruals | Audits | Analytics
Purchasing: Supply Chain | Supplier Cost Sharing
Data & Analytics: Systems | Support | Analysts
Fleets: Uptime | Telematics & Connectivity | Dealer Network
Technical: Field Services | Dealer Administration | EV Services | Training
Customer: Recalls | Safety | Campaigns | Customer Service
Dealer: Aftersales | Aftercare Services | Reporting | Publications | Training
Quality: Manufacturing | Engineering
Marketing: Customer Experience | Product Design
Legal: Regulatory | Compliance | Administration
Legal: Regulatory | Compliance | Administration
Insurance & Financial Products

Connect With Sponsors Powering Change & Innovation

Limited Tech Expo & Sponsorship Slots Remain

Why is Service and Warranty Lifecycle Summit a Must-Attend?

MAPconnected's interactive engagement and networking opportunities

Connect

In-depth discussions across full Warranty Lifecycle filled with Best Practice Presentations & Fireside Chats

Collaborate

Working together through Roundtables to enhance and streamline warranty and aftercare end-to-end experiences

Benchmark

Exchange latest technology and data usage processes during interactive workshops.

Download The Summit Brochure Now!

MAPconnected is a Hub of Collaboration and Knowledge exchange

Unlock New Ideas & Expertise

Uniquely designed to engage every link in the Service and Warranty Lifecycle chain.

Warranty Strategy

Tech & AI

Connected Customer Care

Quality & Engineering

Data Analytics

Supply Chain & Manufacturing

EV Aftersales & Services

Dealer Field Services

Cost Control & Auditing

Unmatched in its ability to connect industry leaders and drive performance benchmarking.

Days

Hours

Minutes

Seconds

Bring Your Team Of 3+ And Save Big!

Reserve Hotel Group Rate Prior to September 15th

Westin Southfield Detroit

Secure your hotel room by September 15 to guarantee the discounted group rate and ensure room availability. The special group rate is available October 17-24 for attendees who plan to arrive early or extend their stay.

1500 Town Center, Southfield, MI 48075

Cultivate Connections and Benchmark Performance With: